Guest Service in the Hospitality Industry

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Guest Service in the Hospitality Industry adopts the premise that there is no one simple solution to managing people who provide customer service. It does not claim one, absolute answer, but, instead, takes a general approach that incorporates various thoughts from different parts of the industry, differing from property to property. By providing several frameworks for instituting approaches, this text opens minds to the idea of taking care of the guest. It discusses issues and debunks myths about customer service with concepts that are solid and proven in the industry. Furthermore, this new text includes all of the major areas of the hospitality industry as they relate to delivering quality customer service. It not only provides a history and overview of guest service but then goes much further to include other essential topics, including problem-solving, quality tools and assessments, staffing, marketing, and strategic planning.

Section I: Introduction, History, and Basics of Guest Service

Chapter 1: The Basics of Guest Service

Chapter 2: Defining Guest Service

Chapter 3: Problem-Solving for Guest Service

Section II: Relating Service to the Sectors of the Hospitality Industry: How Service Relates